Building better healthcare for service personnel and veterans is just a matter of incorporating next-generation technologies like artificial intelligence (AI), robotic process automation (RPA) and machine learning (ML), right? Not so, says Monica Rosser, Executive Managing Director for Federal Healthcare at Maximus on a recent episode of Fed Gov Today with Francis Rose. Healthcare, being an inherently human enterprise and experience, requires a careful blending of improvements across technology, process, and people to deliver success.
In the episode, which focused on driving efficiency in federal operations, Rosser and Rose leveraged the Department of Veterans Affairs comprehensive transformation plans to tackle this conundrum head on. While the outcomes of the transformation – to drive efficiencies in service delivery and excellence in patient care by using data are driven by technology, Rosser was emphatic that these technologies will only deliver the desired outcomes if “they enhance, rather than complicate, service delivery.” What Rosser outlined is that user-centered design guide the technology choice and application as well as how it shapes process transformation. She emphasized that this is particularly important with the coming ‘Silver Tsunami’ in the veterans’ community as more former service members turn 65. As well as a greater policy focus to support caregivers, Rosser emphasized the need for the VA and supporting organizations like the Elizabeth Dole Foundation to lean in to support the integration of “data insights and interoperability’ to ensure that collaboration and care are prioritized.
You can watch Rose and Rosser’s conversation or read a concise summary with three vital takeaways here.